Customer Service Representative

Position : Customer Service Representative Location : Sparks, MD Duration : 12 Months Contract Start Time : 11:30 AM End Time : 8:00 PM Total Hours/week : 40.00( Mon- Fri) Qualifications: Requires an Associate's degree Minimum 3-5 years proven experience in a customer service oriented environment Ability to work 11:30-8PM shift •Ability to be stationary for a period of time and take scheduled lunch breaks Accurate typing skills, with a minimum of 55 WPM •Excellent Interpersonal and communication skills, with a desire to drive the customer experience to the next level Great listening skills, ability to pay attention to detail, be focused, positive, and results driven Problem solving and business acumen is a really strong desirable Understands SAP or Service Max, a plus Some understanding of molecular and microbiology sciences or healthcare, a plus Ability to resolve escalated or complex issues or handle conflict resolution with little or no supervision, a plus •Strong rapport building skills, a plus Responsibilities: The Customer Experience Representative is responsible for Routing inquiries and problems in a call center/help desk environment for clients and customers. Accountabilities This role is responsible for, but not limited to: Associate is responsible for triaging incoming calls from hospital and lab technicians utilizing client instruments to direct those clients to the appropriate team Utilizing tools and resources to identify the root cause and transfer the customer to the correct department Daily management of the customer experience through processing emails and phones calls Outbound calling to customer to close escalations when delegated from the Customer Experience Manager Facilitate customer resolutions of product issues and escalations, determining and initiating appropriate actions through collaboration within and among other departments to ensure customer satisfaction •Create win-win solutions, enhance the customer experience, look for projects within the organization that will take the company to the next level Other duties, as assigned Comments/Special Instructions All candidates must have excellent phone communication skills. Candidates must have reliable transportation as the site is not accessible by public transportation. .